For many years I am loving and struggling with ITIL.

Loving ITIL for its powerful ideas and the value it can bring to organizations, struggling with the fact that application most often fails in creating value.

Starting as a system administrator, team lead, and Head of IT Service Management, 28 years ago I became an external ITIL implementation consultant and served as Lead Architect of the ISM Method. For the past five years, I have focused on coaching IT managers and organizational leaders.

Over the years, I learned that—despite widespread assumptions to the contrary—IT organizations that really focus on customer value can operate successfully using largely the same operational practices.

Within these practices my perspective gradually shifted from processes to people.

Services—and the digital products behind them—are used by people and delivered through people.

Organizational transformation fails when operational practices ignore the reality of practitioners. We design perfect processes on paper while sending people into operational “missions impossible.”

Today, my focus is on result-oriented, data-driven organizational change, built on one fundamental belief:
**Sustainable business improvement starts and ends with people, organizational debt precedes technical debt**